Pretty but poor comfort.
Posted Nov 21, 2016
We traveled to Salt Lake with our 3 children, ages 1-15. We were excited to stay in a five star hotel and expected that would encompass a comfortable room and comfortable beds. Unfortunitly, our room was so hot and the air would come on. The beds were hard and the bedding was stiff. We called housekeeping and requested a crib the night we arrived, over an hour later they still had not come. We called again and they said they showed it was already delivered. After our first night stay we went into the city and came back at 3:00 to rest before dinner. Housekeeping never came and cleaned our room. We called the front desk and they had no idea why our room was not attended to. They sent housekeeping up and they cleaned while we were in the room. We came back at 11pm and needed botteled water for our baby's bottles. The lounge would not sell us water because they just counted their register, the said we could buy water at the bar, but we could not bring our 2 sleeping kids in there. The front desk told us we could get water in the minibar in our room, but there was NO minibar, it was completely empty. I have never found it this hard to get a bottle of water, especially at a 5 star hotel. Many hotels would have provided us with a complimentary water, or even billed our room. Besides paying a lot of money for no sleep in a hot room, on a hard bed, the lobby lounge is very beautiful and the Orchestra band was wonderful.
Comment from Hotel Management
Nov 24, 2016 by The Grand America Hotel, Hotel Management
Thank you for your comments and feedback regarding your recent family trip to Salt Lake. Our team strives every hour of each day to exceed expectations and create Grand Experiences. I am very sorry that we failed to do this during your visit and regret that you and your family had an unpleasant stay.
I have shared your review with our leadership team. Please know that we take your concerns very seriously, and will utilize your feedback during our training as we work to improve our overall guest experience. We hope to earn another opportunity to gain your trust. Until then, my team and I remain at your service.
The Grand America Hotel